MANAGER - GUEST SERVICES SUPPORT

Position Overview:

The primary responsibility of the Manager – Guest Services Support is to oversee the administrative management functions of the guest services operation, including scheduling, payroll/timekeeping processing, project management, and training, in addition to management and supervision of guest services team members.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures. This is a safety-related position. 

Essential Duties & Responsibilities:

• Manage the hiring of Team members for the department including; interviewing, tracking open positions, and recruitment while maintaining The Venetian Resort’s standards in the employment process.
• Oversee day-to-day operations, manage guest services areas, and team members, including, but not limited to, baggage handling, traffic control, valet services, and parking operations etc.
• Manages the schedule to deliver effective guest service and monitors fiscal budget, operations of assigned department(s) and marketing strategies to produce both short term and long-term profitability for The Venetian Resort.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Evaluate schedule or timeline related to the completion of assignments, while maintaining service and/or product quality.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, while maintaining positive guest relations.
• Manage assigned operational functions of valet, parking operations and bell desk consistent with the strategic plan and vision for the department.

Additional Duties & Responsibilities:

• Provide input into the research, development, evaluation and implementation of new products, services, technology, and processes to ensure competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.
• Management responsibilities that include; creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements, and collective bargaining agreements.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
• Handle Team Member’s concerns. Work collectively with HR regarding serious discipline, termination, and change in status of probation for consideration by higher management.
• Conduct assigned one on one meetings with team, establishing goals, discussing progress, and communicating relevant property information.
• Ensures that payroll is completed in a timely and accurate manner.
• Monitor, manage, and seek ways to improve daily productivity and time efficiency of Guest Services operations.
• Maintain complete knowledge of correct maintenance and use of equipment, and use equipment only as intended.

Additional Duties & Responsibilities:

• Monitor and ensure staff performs job functions to facilitate guests’ needs and to the hotel’s expected level of service.
• Provide timely delivery of items requested by guests.
• Interface with other operational departments (Banquets, Catering & Conference, Meeting Services, Group Housing, Front Desk, etc.) regarding incoming groups and determines portage, deliveries, luggage watch, parking needs, and any other needs the group requests and schedules and assigns Team Members accordingly.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Perform other related duties as assigned.

Company Standards of Conduct

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Additional Duties & Responsibilities:

Minimum Qualifications:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent.
• Union experience preferred
• Must be able to obtain and maintain a valid Nevada Driver's License, TAM and any other certification or license, as required by law or policy. 
• Prior experience in guest services in the hospitality industry is preferred.
• Prior experience in management of valet, parking operations or bell desk highly preferred.
• Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays.

Physical Requirements:

Must be able to:

• Lift or carry 50 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.